In this video, @Takakiyo Ikari discusses a new feature "Generate web survey links on demand with an API" Administrators can now use a public API to generate a unique, secure URL for a web survey on demand. This URL can be shared through any digital channel, most notably messaging, to...
In this video, @Shigeki Sahashi discusses a new feature "WebRTC phone upgrade opt-in setting and enhanced features" Administrators can now enable an optional setting in global telephony settings to upgrade WebRTC phones for compatibility with advanced features. When enabled, this setting...
In this video, @Santosh Bhandari discusses a new feature "Introducing Knowledge Fabric" Knowledge Fabric allows administrators to easily connect enterprise knowledge directly at the source, enabling faster, more accurate, and more consistent information delivery across agents, bots, and...
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In this video , @Guru Prasadh Jeevan Rao talks about how administrators can enable AI Guides to use approved knowledge content to answer customer questions and continue the task flow. Guide authors can inherit a knowledge source from the connected virtual agent or select a guide-specific...
In this video , @Krishneel Mani talks about how supervisors can now use the Workitem Insights and Workitem Insights Detail views to monitor workitem activity in real time across queues, statuses, and agents. These views display metrics such as assigned, unassigned, due, and overdue workitems,...
In this video, @Takakiyo Ikari discusses a new feature "Control agent transfer capabilities via permissions " Administrators can now manage an agent’s ability to transfer interactions through permissions. This enhancement provides more granular control over which transfer methods agents may...
In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Summaries for consult transfers for Agent Copilot" Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original agent and...
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